New and Confused

[evoloo]

I will spare you the tearful preamble and get right to the point:

A 3CX softphone has been successfully installed, via the command line. After setting up an account, the phone is still not connected. I thought that, via the instructions in the command terminal, all the SIP, trunk and firewall issues were handled there - judging by the activity generated by each command line.

I have gone to a page where there are recommendations regarding what to do about firewall and opening ports. But there don't seem to be any instructions as to exactly how to do these things. At least not without a GREAT DEAL of web searches regarding how to do each and every thing. I really thought this was going to be a simple and economic solution to my needs. 3CX certainly lured me in with its promise of simplicity and economy.

I am willing to pay for additional support, but even with that, I apparently need to be knowledgeable about networks, and I doubt that I have enough knowledge. Here are my questions:

1) Anyone know if there is a simple way to get my IP phone connected after successful installation, registration, generation of certificates, etc?
2) Anyone purchase a 3CX support package?
3) Anyone resort to a partner for a remote install? What did they charge?

I eagerly await a response, and thank you for reading.

 

[SteveITS]

"Softphone" would typically mean something like the Windows client or web client which connects to your 3CX system/PBX. (notably, instead of a physical phone)

Did you install 3CX itself, e.g. https://www.3cx.com/docs/manual/installing-debian-linux-pbx/ ?

We've generally installed 3CX into a VM in our data center. Clients' staff connects to that via softphone, or physical phones with an SBC in the office.

Yes overall there is going to be a learning curve with setting up VoIP, SIP trunks (so you can call in and out), firewalls, QoS/traffic shaping, etc. On top of that is configuring 3CX for extensions, dial plans, ring groups, etc.

 

[evoloo]

Thank you for your reply. Yes, it's installed on windows. Everything went smoothly, except, I have no idea how to connect my phone to start making calls. Since it's Windows, then it's not Linux. The learning curve is super steep, and even purchasing support seems to require technical knowledge. The advertising gives me no clue about this. An entire afternoon is gone, and I have gotten nowhere. I need the phone. Do you have any info about technical support? I really don't have days to get an operational phone. I just might have to delete the whole thing and go to Ring Central after all. I feel like I have run yet another fools errand. I just might write this up in Trust Pilot. It's not fair to do that to customers.

 

[SteveITS]

3CX is a phone system, not phone service. To make calls out you would need SIP trunk service from someone as well. Since you mention "my phone" are you looking for 1 phone? Then a PBX designed for multiple users and extensions may not be the right solution...

 

[evoloo]

I am starting a business. I wanted a phone system that could start small and grow with me. In all the welcome emails I got from 3CX, not one provided info regarding how to obtain a SIP trunk service. Like I said, I am willing to pay for support, and it appears that I really don't even qualify to purchase support from 3CX directly, due to my lack of technical expertise.

You may be right that this is not the right system for me, but that's only due to the incredibly misleading advertising that hooked me in, in the first place.

The proprietors of this service already know that unless you are an expert, you are going to pay for this system either with blood, sweat, and tears, along with a learning curve that can take WEEKS before you can even make a call, or you're going to pay a hefty fee to a partner for tech support.

The thing that I can't get over is the fact that I am not even qualified to buy support from 3CX themselves!

And a whole day is shot, with me running yet another fool's errand and another day of getting nowhere.

This is totally getting written up in Trust Pilot and I am dumping this albatross right now.

 

[florink]

I am starting a business. I wanted a phone system that could start small and grow with me. In all the welcome emails I got from 3CX, not one provided info regarding how to obtain a SIP trunk service. Like I said, I am willing to pay for support, and it appears that I really don't even qualify to purchase support from 3CX directly, due to my lack of technical expertise.

You may be right that this is not the right system for me, but that's only due to the incredibly misleading advertising that hooked me in, in the first place.

The proprietors of this service already know that unless you are an expert, you are going to pay for this system either with blood, sweat, and tears, along with a learning curve that can take WEEKS before you can even make a call, or you're going to pay a hefty fee to a partner for tech support.

The thing that I can't get over is the fact that I am not even qualified to buy support from 3CX themselves!

And a whole day is shot, with me running yet another fool's errand and another day of getting nowhere.

This is totally getting written up in Trust Pilot and I am dumping this albatross right now.

In Trust Pilot you need to mention that you clearly haven't followed the Manual..

https://www.3cx.com/docs/manual/

It clearly shows step by step all you need to do to have your system up and running.



Step 3 is how to setup Sip Trunks. Apparently for whatever reason you skipped that.

 

[craigreilly]

Writing up that you didn't read the admin manual and have no basic knowledge of VoIP phone systems?

 

[leejor]

The majority of people that don't really know what they are doing, are more than willing to pay a company to install and configure 3CX, that is considered the cost of doing business, and doing it properly. The same applies to plumbing , electrical work, automotive repair, etc.. 3CX is not an out of the box, ready to go in half an hour, system.

Earlier you said...

I have gone to a page where there are recommendations regarding what to do about firewall and opening ports. But there don't seem to be any instructions as to exactly how to do these things.

There are instructions for some devices https://www.3cx.com/docs/manual/firewall-router-configuration/ , but not all, because there are so many, and pretty much everyone of them is configured ( different menus) in a different manner. Again, it is expected that you have a working knowledge of , at least, networking, or you hire an expert.

 

[evoloo]

If that's the case, then they should not present themselves on the face of it to be a simple solution. But that's exactly what they do. I signed on based on how they represented themselves, as basically plug and play.

And now you guys blame me because I'm not an expert. Even after I said that I would pay for installation. Several times!!!

If this company isn't going after the novice, then they should stop representing themselves as a simple, economical plug and play solution, when that could not be further from the truth.

I really can't afford to lose this kind of time with companies that don't deliver what they promise. End of.

In order to install this system myself, I'll basically need to take a course that could take up to 90 days to complete - or pay someone.

Oh yeah, did I mention that I can't even buy tech support from 3cx, because I lack technical knowledge? This is disgraceful and your defense is weak.

Why bother to respond if you actually can't help? Or won't? I wish I had the kind of time on my hands that you do.

 

[AWS2P]

OK, so you have a fresh pbx running on windows PC, is it a dedicated PC ?
install is done on premise so you need to open ports on your router /firewall according to 3CX docs.

https://www.3cx.com/docs/manual/phone-system-installation-windows/
https://www.3cx.com/docs/manual/firewall-router-configuration/

Do you use deskphone ? if so which brand and model?
Phones need to be on same Lan as PBX

For trunk sip don't know which country you are, so 3CX give choice from several providers supported for lots of country.
https://www.3cx.com/partners/sip-trunks/

 

[perfect-touch]

Oh yeah, did I mention that I can't even buy tech support from 3cx, because I lack technical knowledge? This is disgraceful and your defense is weak.

You do know that the vast majority of us are users of the 3cx product and not 3cx staff or even resellers? Compared to Asterisk (or even FreePBX), 3cx is definitely very simple to setup and configure. What it is NOT is a hosted service.

I guess to run a fool's errand, one must be a fool.

God alone knows what advertising you saw that suggested that someone who doesn't seem to know much at all about IT could get a 'phone system up-and-running in a couple hours with 3cx.

There are some things I dislike about the 3cx, group voicemail, queues that won't ring busy agents - but all of these I've developed workarounds for... but to suggest that 3cx have misrepresented their product... wow - all I can say is they're lucky you won't be sticking with it.

 

[evoloo]

I got one helpful response from aws2p,and for that I am grateful.

Other than that, the community here is certainly an accurate reflection of the company itself. Pretty much good for nothing.

If it was so simple for you, you could have helped. Instead? Just a bunch of preaching from a bunch of self righteous knobs.

I hate that I sunk an entire day into this project and got nowhere. If I had known that the learning curve for me, would have been months, I would have spent my time more productively.

The idea that I should know anything about the customer base of 3CX is just idiotic.

Go ahead and let the flames begin. Then everyone can see for themselves how amazingly helpful this community is.

 

[perfect-touch]

PEBCAC error, clearly

 

[florink]

@evoloo

This is funny because everyone pointed you to the right direction but you started using names and being frustrated because you misunderstood what needs to be done. I have never seen anyone say that 3CX has misleading ads! As pointed out by multiple people you clearly didn't read the instructions.

Other than that:

• You could have gone with PBX Express (a service of 3CX which is also mentioned in the email which contains your license key) which literally sets you up a PBX in 5-7 minutes. It will host it up for you for free for 6 months (and then you move it to your own server). No need to open any ports, no need to configure firewalls. The only thing you need to configure is extensions and a Sip Trunk.
  
  
• 3CX is a channel company. That means it sells its products via its partners. There are literally thousands of them and that's what their job is. To setup your PBX or help you set it up (not teach you how to do it, but rather do it for you).

If I were you I would just find a partner to set up the PBX for you. Licensing fees (if you ever need additional features) are listed on 3CX website and they are transparent. You will pay the partner a small fee for the setup and that's all. The only "learning curve" is how to use the clients.

 

[AWS2P]

@evoloo

Hi, what do you want to do for now ? trying to set your PBX or you give up ?

Perhaps if you have no time and no knowledge at all in IT, Florink way to install is the simplest to do.
If this is always to much for you , then the only choice is to find a 3CX partner to install for you.

 

[JohnS_3CX]

Hi @evoloo and welcome to the community!

Even though the forums are a place for discussion, you should focus on you main goal which is to set up a system that will serve your needs.

If you already installed it by yourself then you are already on a good track! To get your phone device working, you need to make sure it's on our supported devices list here:https://www.3cx.com/sip-phones/

If it is not a supported device it may still be compatible, but it that requires networking and SIP knowledge to set up manually which may be out of your scope / interest. In that case, you can easily get your extensions up and running using either our mobile, desktop or web clients.

Once that's done, you can purchase lines (from a SIP Trunk provider) and if you choose one of the providers we already tested for compatibility, we have ready-made templates you can use that take care of the configuration for you. You just add your login credentials, and numbers you bought
https://www.3cx.com/partners/sip-trunks/

One final thing which is important: PBX systems need to have firewall ports opened on your modem/firewall because most are blocked by default. This requires some basic knowledge of how to log on to the device, and open the ports https://www.3cx.com/docs/ports/ We do not provide firewall support, this is the customer's responsibility. There is a myriad of devices out there and we cannot configure that for you in much the same way a TV manufacturer cannot configure your TV-stand or wiring behind the TV. You need to do that part.

I think all the above would hold true no matter what phone system you choose to deploy. We will always be happy to help out, but (and I mean this in a fair, non combative way) we are not willing to do the work for you without fair compensation - this is where our Partners come with their years of expertise and 100s of successful deployments per partner.

Don't be discouraged, and avoid making this into an argument if possible, just ask basic questions and when you are given articles to read on the specific question you ask, go through them at your own pace. We will help with each step as needed so feel free. Sorry for the long post, I hope we set the record straight and that you will have a system you enjoy using for years!




PS: 3CX Support deals with trouble tickets, not installations. Our guides and Academy can walk you through how to set up your own system from scratch even if you don't come from a networking background, but if you have no knowledge on the subject then its not unreasonable that you need to invest the time to learn - and this will pay off. You can always hire a 3CX Partner that can so everything for you and deliver a working system in case you don't have the luxury of time. https://www.3cx.com/ordering/find-reseller/